Indian life insurance firm PNB MetLife, a joint venture partnership of MetLife, has introduced a virtual reality (VR) customer service platform, called conVRse.

The new platform has been designed in partnership with MetLife’s Singapore-based innovation center- LumenLab and PNB MetLife.

The conVRse technology will allow VR headset users to enter a 3D simulated environment where they interact with a life insurance expert in the form of an avatar, named Khushi. Customers can also connect directly with Khushi and receive a personalised service using virtual aids to address any questions or policy servicing requirements they have.

In the first phase, the platform will be launched at 15 branches in 10 cities across India, including Delhi, Mumbai, Hyderabad, Bengaluru, Kolkata, Jammu, Chandigarh, Lucknow, Ahmedabad and Pune.

In the second phase, PNB MetLife aims to equip the insurance sales team with VR devices so that customers can go on a journey using the VR headsets to raise their general insurance awareness and better understand its products. They are also exploring conVRse zones at bank partner ATMs.

PNB MetLife managing director and CEO, Tarun Chugh, said: “Our ongoing investment in technology underscores our philosophy to support continuous innovation and customer centricity. We are delighted to bring this ground breaking technology to our customers and revolutionize the concept of customer service for the 21st century.

“The next phase of innovation for the life insurance industry is dawning, and we are proud to be leading from the front. I would like to thank the IRDAI for their support and guidance on bringing this innovative solution to our customers in India.”

Zia Zaman, LumenLab CEO and chief innovation officer of MetLife Asia, said: "What I like about virtual reality is that it allows the customer to be the protagonist in their own financial journey.

"We are delighted to launch this technology first in India. Our customers will have the unique opportunity to experience VR for the first time, to solve real-world servicing issues.”

MetLife Innovation Centre’s LumenLab won the Most Innovative Life Insurer of the Year – International at the Life Insurance International Innovation Awards 2016, which were held on 17 November 2016.